Podcast
Questions and Answers
What does the agent do if the customer is unsure of their Customer Number?
What does the agent do if the customer is unsure of their Customer Number?
What information does the agent verify from the customer after confirming their identity?
What information does the agent verify from the customer after confirming their identity?
First Name, Surname, Full Address, Landline Number, Mobile Number, and Email Address.
The agent enters the promo code in the ______ box.
The agent enters the promo code in the ______ box.
promotion code
Match the customer service task with its description:
Match the customer service task with its description:
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What determines the return fees for customers in Canada?
What determines the return fees for customers in Canada?
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The agent can complete the refund process without escalation if the customer is eligible for free delivery.
The agent can complete the refund process without escalation if the customer is eligible for free delivery.
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What should the agent check in SUSI if more than 35 days have passed since the dispatch date?
What should the agent check in SUSI if more than 35 days have passed since the dispatch date?
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In customer interactions, __________ is when the agent provides information unrelated to the customer's request.
In customer interactions, __________ is when the agent provides information unrelated to the customer's request.
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Match the following customer scenarios with the appropriate actions for agents:
Match the following customer scenarios with the appropriate actions for agents:
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Study Notes
Return Fees in Canada
- Customers in Canada are responsible for return fees, which vary depending on item weight; fees are not fixed.
- Refunds for return fees require escalation, and agents must inquire about the return date or tracking number.
- In SUSI, agents should check returns if over 35 days have passed since dispatch; this can be done without escalation if free delivery eligibility is confirmed.
Customer Interactions
- Maintaining customer satisfaction involves concise answers without unrelated information; this is characterized as "Enchantment client: NA."
- Detailed responses irrelevant to the customer's request are labeled as "Maitrisé."
Promotion Codes and Customer Behavior
- Glitches in SUSI may prevent certain promotion codes from showing add-ons; different codes correspond to various add-on groups.
- Customers often call frustrated and may refuse to confirm their details, preferring agents to listen and resolve issues quickly.
Standard Delivery Process
- If a customer is uncertain of their Customer Number, agents can locate accounts using the postcode.
- Verification includes collecting customer information: First Name, Surname, Full Address, Landline Number, Mobile Number, and Email Address.
- Agents confirm the call's purpose by asking about assistance needed or order placement.
Delivery Options
- Standard Delivery is £3.99, and Evri Relay is £2.99, offering home delivery and parcel pickup methods.
- Agents should present both delivery options, detailing prices and features to the customer.
Order Placement via Phone
- To place an order via phone, agents access SUSI and ask for promo codes, entering them alongside item reference codes.
- Agents verify item descriptions and prices by reading them back to the customer and inform them about free gifts included with their order.
- After confirming the total order amount and any applicable discounts, agents process payments through Credit Card or Trust Payment.
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Description
This quiz explores the intricacies of return fees in Canada, specifically through Canada Post. It highlights the variable nature of these fees based on item weight and discusses the necessary steps to escalate refund requests. Test your understanding of return policies and procedures!
